Not being assisted appropriately by telkom in resolving a ***** case

A ********** billing was process with my contract number on the 12 june 2022 the funny part I lost my phone with the said number on the 4th of June and called the contact Center on the same day to block the phone and sim card realized all this when I received the statement from Telkom on the 4th of July logged a case with Telkom on the 5th July. they told me an investigation will be done. Then I called on the 6th and 7th of July to check the progress and was told the case was not yet allocated to the investigator as it 72 hours to be allocated to an investigator, but around 3:15 on the 7th of July I get an SMS indicating that my case is finalized and I am Liable for the cost incurred. Made numerous calls trying to find out how an investigation is finalized with receiving a call to testify or state my case and how come its quick to finalize a case than allocating an investigator.